Neon Beach

Anyone want to share how they handle price shoppers especially over the phone? It has to be the most fristrating part of the day. I try to get them to visit my salon and suggest to them that while price is important it doesn't mean much when they don't know what they are getting. Calling around for the best price on a case of Coke would make sense, Coke is Coke. If you find it cheaper good for them. We all know not all salons are created equal.

Alarris

Flat out - don't give out prices over the telephone. When people call for prices, we say something simple, like "It really all depends on which package and bed you choose. Our prices start at $XX (your CHEAPEST price), and move up from there. The best thing to do really, is just to come into the salon, take a look around and we'll figure out which package would work best from you. We're open M-Th, blah blah blah.."

Just launch right into a schpeal about getting them actually IN to the salon - 9 times out of 10 once they are in your door, they'll buy a package.

love, alarris

TanningEmporium

We give out prices, our hours, the fact that we dont do appointments, the type of beds we have and tell them to go to moneymailer and download the coupon. Heck, its the phone where you catch the off guard. I had a guy come in just this past week and he said it was the way I handled the phone conversation that brought him in. If you take the extra time on the phone and give the informationa and more that they are looking for you will get them to come in, they may not buy a package, but they will come because they are curious, 9 out of 10 you will keep them once they are in the door.

electricparadise

If they ask what do we charge, I usually say "It 's $3567.15 for the first visit. Takes them aback ,breaks the ice so to speak. Then I ask if they know where we are located ,then tell them we have a price list ,that it is easier to look at then write down yada yada yada. Of course we DO charge $3,567.15 for the first visit .Figure 100 more customers & I'M outta here.

BronzeBabe

That's cute electricparadise!! I also try not to give out to much information (prices/types of beds, etc.) over the phone...I like to get them in my facility and show them around, prices are not everything, environment is a big factor, and customers do not see that over the phone.

tanman02

I don't have a problem giving out prices over the phone. We are the most expensive place to tan in our small town and it doesn't worry me. We get a lot of word of mouth around here so chances are they have heard about us from somebody who has been in the salon before.

So when they call about pricing I try to get some information out of them like have they been tanning recently, are they tanning for a specific purpose. After this I will let them know that they would probably be interested in such and such a level of bed. Then you can list of what types of packages you offer singles, 5 and 10 tan packages, unlimiteds, etc. Ask them if any of these options appeal to them. Just give them that price and always make a big point to add that they can come in and try us out for only $1.

Psychologically speaking they will be more interested in trying a higher priced salon for only $1 than they would a cheap salon because consumers associate high priced service with high quality services. Would you pass up the chance to drive a corvette for $1. And once they see how much service they get from us and the quality of our equipment they may still go to try out the cheap salon but trust me they always come back.

BronzeBabe

I used to give out prices and information all the time but eventually I got annoyed being on the phone, answering 10 million questions, especially if it busy season and I have 5 people in front of me waiting and the person on the phone wants to know everything from the prices to the color of the paint on the walls...I just said enough is enough...although there are times I will just answer questions, especially this time of year, I do not get much human contact

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[ This Message was edited by: BronzeBabe on 2003-10-10 18:04 ]

TanningEmporium

If we are waiting on a client we do not answer the phone. I have a message machine that informs them of that, and it also has the web information, which has our hours and prices. Most will leave a message and we will call them back if they dont have the web.

BronzeBabe

yeah we have an answering message like that too, although when we have more that 1 person on I try to just catch the phone not realizing when I look up there is five people have walked in the door to be waited on, like I had mentioned previously, potential clients do not see everything over the phone, so it is best to get them in the door, so they can see your salon and the products and services you offer at hand...

pam

I agree. We are in the process of writing phone scripts so everyone says the same thing everytime. I love it when they say 'Salon X down the street has 20 tans for $2 (or whatever)

Pam